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We are thought leaders led by unique specialists across every facet of the contact center experience. Which means we have things to say. Resources to share. And news to make. If you are looking for any of that … you’re in the right place!

Blog Articles

Is ChatGPT the customer service bot we’ve been looking for?

ChatGPT, the research chatbot released for public use by OpenAI has reignited discussions on the power of conversational AI and left many CX leader...
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Five Key Things Travel Industry Contact Center Leaders Need to Consider in Today’s Economic Climate

Growing travel demand and disruptions in the last year can affect future customer loyalty depending on the contact center platforms in use. This is...
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Is Your Contact Center Ready for the Back to School Rush?

For retailers, the lazy days of summer are anything but. It seems as soon as summer begins, it’s already time to start planning for the inevitable ...
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Case Studies

Mortgage Service Provider Transforms with the Genesys Cloud CX and Ascend

A mortgage servicing company modernizes its customer experience with Ascend.
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Luxury Travel Company Accelerates Twilio Flex Deployment

One 14-day period of nearly continuous outages in Microsoft Teams had their team scrambling to find a solution to empower their customer service ag...
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Insurance Company Improves CSAT by 8% Points in 3 Months

A major US insurer used data to simplify their caller experience, resulting in faster resolutions and happier customers.
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In The News

Waterfield Tech Launches Ascend Solution to Streamline CX Value for Organizations

Cloud subscription service model, Ascend, helps organizations scale CX-cloud solutions and achieve operational efficiency. BOSTON, December 8, 2022...
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Waterfield Tech Announces Exciting Application of Twilio-Flex with Xcelerate to help travel and reservation organizations get a head start to quickly build and move to a cloud contact center tailored to the way they work.

According to the US Travel Association, domestic leisure travel spending has already exceeded pre-pandemic levels. Domestic business travel volume is...
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New Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Center, Forfeiting Critical Business Benefits

Despite current low adoption, AI viewed as vital contact center technology to mitigate effects of soaring inflation and staffing shortages, deliver a...
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Helpful Resources

Webinar

Conversational AI AI and chatbots IVR and IVA

Making Sense of Conversational AI
Webinar

AI and chatbots

Keys to creating a great AI strategy
Infographic

Workforce Management

Workforce Optimization Explained

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Info, Insights And Other Good Stuff.

Blog Articles

Is ChatGPT the customer service bot we’ve been looking for?

Five Key Things Travel Industry Contact Center Leaders Need to Consider in Today’s Economic Climate

Is Your Contact Center Ready for the Back to School Rush?

Case Studies

Mortgage Service Provider Transforms with the Genesys Cloud CX and Ascend

Luxury Travel Company Accelerates Twilio Flex Deployment

Insurance Company Improves CSAT by 8% Points in 3 Months

In The News

Waterfield Tech Launches Ascend Solution to Streamline CX Value for Organizations

Waterfield Tech Announces Exciting Application of Twilio-Flex with Xcelerate to help travel and reservation organizations get a head start to quickly build and move to a cloud contact center tailored to the way they work.

New Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Center, Forfeiting Critical Business Benefits

Helpful Resources

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Other Good Stuff.